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A Complaint Is a Gift

Recovering Customer Loyalty When Things Go Wrong
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eBook Typ:
Adobe Digital Editions
Kopierschutz:
Adobe DRM [Hard-DRM]
Beschreibung:

A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedbackin fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Mller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customerseven when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively.
 
The first edition of

A Complaint Is a Gift
introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal.
 
Using numerous real-life examples, authors Janelle Barlow and Claus Møller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers–even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
Foreword
Introduction: The Customer Speaks

Part I Complaints: Lifeline to the Customer
1. A Complaint Is a Gift Strategy
2. Complaints: Necessary Evil or Opportunities?
3. Capitalizing on Complaints
4. Why Most Customers Don't Complain
5. In the Mind of the Complaining Customer

Part II Putting the Complaint Is a Gift Strategy Into Practice
6. The Gift Formula
7. Creating Better Customers with Good Will
8. When Customers Go Ballistic
9. It's All in the Words: Responding to Written Complaints
10. From a Whisper to a Global Shout

Part III Dishing It Out and Taking It in: The Personal Side of Complaints
11. When Feedback Gets Personal
12. When you Complain: Make Sure You are Giving a Gift
Conclusion: Looking to the Future
Notes
Index
Acknowledgments
About the Authors

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